Problems since Insight to Comcast switch

Author	All Replies
Rob Stacy @comcast.net	Problems since Insight to Comcast switch I live in Belivdere Il. We recently went through a cable provider switch from Insight to Comcast. I had my Insight highspeed cable system for almost 3 years, and not including small hicups or weatehr related problems, I never had connectivity problem. But the day my physical IP addres changed from Insight to Comcast I have been having severe problem. It started the night my IP changed, Around 9pm (give or take 30 mins) every night my Latency and Download speed would slowly degrade till the point that I was having 14,000MS latency in World of Warcraft and it owuld take 3-4 min's for a web page to load. This condition would last for 4-6 hours, then clear up. At first I kinda expected a few hicups in the switch, so I did not complain right away. But after almost 2 weeks, I had enough. I called and had a tech sent out. Of course, the tech arrived at 3pm in the afternoon, and there was no problem present. We replaced all the wires in the house up to the pole connection, checked my signals, said everything was A ok and left. That night, the problem was back. I called for another tech, and a week later a tech shows up. This time in the morn, when the system was not having any problems. He stayed for about 3 hours, we went of my windows XP settings, router settings, they concinved me to switch modems (I am now leaseing a Surfboard from comcast at 3$ a month) Was told that the insight RCA modems where having problems, and that even though my model number was good, we shoudl change it anyways. The problem reutned that very night. I called again, very angry. Again, was almost a week wait before another tech came out. This tech spent a total of 5 MINUTES in the house at around 2pm, said i had a perfect signal and left. Guess what, at 9pm the problem came back. This time I called and demanded a supervisor. I explained very calmly the problem, and that they had a week to fix it, or I was cancling my service. I explained how important it was to get a tech to my house around 9pm when the problem was going on. No need to send one duing the day when there was no problem. he agreed, said I would have a tech there the next day between 9-12pm.... Next day comes, and no tech shows up. I call again, and talk to another supervisor. He explained that the other supervisor did not know what he was talking about. Explained he would send a line tech out the next day, and that they where commited to getting the problem solved. The line tech comes out, and spend about 3 hours at my house, DURING THE DAY! We change some filters on the line to place my modem in the "Sweet" spot for signal strenght. He leaves confused and not understanding the problem. Problem returns that night. At this point, I am ready to kill someone. we are going on 2 months with very few nights we are able to play Wow or do anything. I call one last time, and ask to speak to the local dispatch supervisor, because I need a tech at my home at night. I get whats called a resolve ticket made and sent. Was told I would get a call from that person within 24 hours. 2 days pass, no call. I call again, another resolve ticket is made, promise of call within 24 hours. No call. Trying one last thing, I go to the local shop in town. I calmly but firmly tell the lady there my problems, show her the 4 repair tickets, the two resolve numbers and that if I did not get a phone call from the local supervisor before the end of the night. I was going to unplug both my modem and cable box and cancle it all. She assures me that I will get a call very soon. What do you know, I get a call. Was informed that she was new to the job, having just X-fered from a a diffrent area just a few days earlier. I explained my problem's she looked a bunch of stuff up. We talk about possible reasons as to why it was messing up. She said she would get a line truck out and check the node and the ones surrounding hte area. She would have the switching house in chicago check for anything out of the norm and would send 2 techs over in 2 days from 8-midnight. I left that conversation with a feeling something would get fixxed. That night we log on to wow expecting to get kicked off/lag to return. But the connection was rock solid. The next 3 days the connection was perfect. The techs show up and nothing happened. Was like someone waved a magic wand and fixxed that problem. The ran a 3 hour ping and not a single time out or latency spike. I felt like a @#@ but I know I was not making the problems up. But I really did not care how the problem got fixxed, just that it did. Now skip ahead about 2 days. Now we are starting to get extream latency at random times during the day, lasting a random amount of time. Some are 5 mins long, some are 2 hours. He is a copy of a ping test showing the time outs. 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Reply from 64.233.167.104: bytes=32 time=20ms TTL=242 Reply from 64.233.167.104: bytes=32 time=18ms TTL=242 Reply from 64.233.167.104: bytes=32 time=20ms TTL=242 Reply from 64.233.167.104: bytes=32 time=19ms TTL=242 Reply from 64.233.167.104: bytes=32 time=21ms TTL=242 Reply from 64.233.167.104: bytes=32 time=20ms TTL=242 Reply from 64.233.167.104: bytes=32 time=20ms TTL=242 Request timed out. Request timed out. Request timed out. Reply from 64.233.167.104: bytes=32 time=19ms TTL=242 Reply from 64.233.167.104: bytes=32 time=20ms TTL=242 Reply from 64.233.167.104: bytes=32 time=20ms TTL=242 Reply from 64.233.167.104: bytes=32 time=19ms TTL=242 Reply from 64.233.167.104: bytes=32 time=19ms TTL=242 Reply from 64.233.167.104: bytes=32 time=20ms TTL=242 Reply from 64.233.167.104: bytes=32 time=20ms TTL=242 Reply from 64.233.167.104: bytes=32 time=20ms TTL=242 Reply from 64.233.167.104: bytes=32 time=18ms TTL=242 Reply from 64.233.167.104: bytes=32 time=20ms TTL=242 Request timed out. 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Next is a tracert to google done during the problems. Microsoft Windows XP [Version 5.1.2600] (C) Copyright 1985-2001 Microsoft Corp. C:\Documents and Settings\Robert>tracert www.google.com Tracing route to www.l.google.com [64.233.167.99] over a maximum of 30 hops: 1 * * * Request timed out. 2 * * * Request timed out. 3 * 10 ms 11 ms ge-1-4-ur01.rockford.il.chicago.comcast.net [68. 85.179.153] 4 12 ms 11 ms * 68.85.176.169 5 15 ms 15 ms 16 ms po-10-ar01.area4.il.chicago.comcast.net [68.87.2 29.110] 6 17 ms 19 ms 19 ms te-1-4-ar01.woburn.ma.boston.comcast.net [68.86. 90.54] 7 22 ms 19 ms 22 ms pos-0-13-0-0-cr01.chicago.il.ibone.comcast.net [ 68.86.90.53] 8 17 ms * 16 ms xe-10-1-0.edge1.Chicago2.Level3.net [4.71.248.17 ] 9 * * 18 ms ae-21-52.car1.Chicago1.Level3.net [4.68.101.34] 10 29 ms * 27 ms GOOGLE-INC.car1.Chicago1.Level3.net [4.79.208.18 ] 11 21 ms 30 ms 23 ms 66.249.94.133 12 33 ms * 18 ms 64.233.175.26 13 21 ms 21 ms 21 ms py-in-f99.google.com [64.233.167.99] Trace complete. As you can see, there is alot of time outs there. Line 1 can be removed by unplugging/Bypassing my router. But line 2 stays and the problem does not go away. I am at a lose at what to do. I have called the local dispatch person again, and she wants to send someone out. But I am starting to loose faith in there system. My system spec are as follow's Old Modem RCA Model DCM425 New Modem SB5120 Router: Network Anywhere NR041 (not wireless, good cables to both computers) (latest firmware installed) 2 computers running windows XP sp2(MB drivers and ethernet card drivers all upto date) Both system run AVG anti virus, Zone Alarm Firewall and Spybot search and destory. Both system free of virus's and spyware. System has been check with a known good working Laptop plugged directly to the cable modem and through router, results where the same. Any ideas or help would be greatly appreceated. This is pretty much a last ditch effort before I get rid of teh comcast and go to DSL or Wireless. Rob Stacy, Belvidere IL
	to forum · permalink · 2008-06-01 02:46:03 · (locked)
Rick Premium,MVM join:2001-02-06 Waterbury, CT clubs:	Is your entire basis for feeling you're having a latency problem these reports? If so, I'd ignore the time outs. Your latency looks fine otherwise. Ping tests are very low level and most likely the router is just dropping the request because it's busy. As for how the problem got fixed the first time..it sounds like the line crew found something prior to the other two techs coming out. How are your speed tests? Post one and a tweak test and let's have a look. »/tweaks »www.speedtest.net/ -- The Coyote captured the RR! Roadrunner Rick is now Comcastic!
	to forum · permalink · · 2008-06-01 06:28:07 · (locked)
andyross join:2003-05-04 Schaumburg, IL	reply to Rob Stacy All the techs can really do is check signal strength. If that is within specs, then that is not your problem. Latency going up during the night is normal. EVERYBODY goes on at the same time and overloads the nodes and routers. With the change to Comcast, more data is probably being sent through fewer routers for your area until they finish rearranging and adjusting everything. There have been issues in Chicago itself, probably due to the load from Insight areas being sent through Comcast's routers. Try a tracert to the sites you are having problems with. Google is a poor choice as they have anycasting or something similar that can cause highly variable ping times and routing.
	to forum · permalink · · 2008-06-01 09:06:48 · (locked)
iamcool2 join:2006-05-12 Carmel, IN ·Insight Communicat..	reply to Rob Stacy Join the Club ---> »Switched from Insight? Post here At least your getting routed through Chicago though, we here in the Indianapolis area are still getting sent down to atlanta.
	to forum · permalink · · 2008-06-01 12:14:45 · (locked)
reelbigfish join:2002-06-06 Boston, MA ·Comcast ·Comcast Digital Vo..	reply to Rob Stacy You will eventually have the service level you have come to expect back. I used to live near Rick's neck of the woods in CT, and the Adelphia to Comcast transition was rough at first, but eventually the service level improved to what one should expect from Comcast. Things don't always go as planned especially when you are integrating a network with a national once like Comcast's. Comcast uses a fiber ring network called CRAN (Comcast Regional Area Network) which adds hops to all your destinations, but keeps your Comcast Digital Voice and High Speed Internet traffic on Comcast's network longer. This is good for you in the end as it costs less for Comcast and actually keeps your pings down. Here in Boston, all of my traffic makes several hops from Boston to Comcast in Connecticut where it usually makes it's way onto the net. This takes a long time to implement and will cause these issues as you are transitioned, but it is worth it in the end.
	to forum · permalink · · 2008-06-01 17:03:15 · (locked)
erikthebean join:2007-06-25 Manchester, NH ·Comcast ·MV Communications,.. ·Voipgo ·callwithus ·Callcentric	reply to Rob Stacy Hi all I do work for Comcast, and i know during any of our take overs their are going to be problems. The system was designed for a certain amount of users, and our nodes get overloaded where only approx 250-300 users should be on a node but 500+ our on there. When adelphia was taken over in New England these same probs happened, but overtime they get fixed. The problem is the techs only know about the lines coming to the home. If the drop is good, and sig is good their job is done. From there its plant ops, and if thats good then its the people over in our hub sights and head end. The biggest problem is the smaller cable companies use coax trunk lines instead of fiber, and when the smaller companies are first accuired, a new fiber network has to be run in areas that dont have fiber. For example i have a feeling one of the biggest problems is the fact that insight didnt use level 3 fiber like comcast, and the two networks have to be joined. Once that is done service will improve.
	to forum · permalink · · 2008-06-02 00:11:12 · (locked)
EG The wings of love Premium join:2006-11-18 Union, NJ	said by erikthebean : The system was designed for a certain amount of users, and our nodes get overloaded where only approx 250-300 users should be on a node but 500+ our on there. Don't the local neighborhood physical nodes, and the amount of subs on them remain the same immediately after a takeover ? Isn't this at the onset typically a capacity issue that exists a bit farther upstream than the local nodes, and even the Headend itself ?
	to forum · permalink · · 2008-06-02 00:23:46 · (locked)
Rob Stacy @comcast.net	reply to Rob Stacy Thats what I keep trying to tell people around here. My system worked perfect up until the day my IP changed from insight to comcast. Since thing its been one problem after another. I have been told to check this, check that, unplug my router, get a new modem, tweak this setting in XP, check for this.. The problem is not on my end. I did not have to do a single thing to my computer outside of installing the Insight software and plugging a few numbers into my firewall. Why should comcast be any diffrent. The simple fact that it works perfect most of the time, and then freaks out shows a problem on Comcasts end. The fact that a perfectly running PC was hooked up to my system and showed the same latency and download performance issues points to Comcast. I did not post the above pings and tracert because I "feel" my broadband is slow. I posted it because I KNOW its slow. When there is no latency issues, the above ping and tracert has no timed out's. As soon as I notice things heading south, I run a ping test and I get time outs. I understand that a switch takes time, but we are working on what, 3 months now.. Something has to give. I undersand that 9pm might be a heavy time, but I dont think having a 14,000ms ping within world of warcraft is acceptable. I could understand maybe going form a 150 (which is normal when it works) to maybe 250-300 ping on busy nights, but 14,000+? I am not running any more tests or tweaks on my computer('s). Anyone have an idea as to where the problem might lie. I am calling them one last time Monday and try to get this resolved.
	to forum · permalink · 2008-06-02 01:07:59 · (locked)
NormanS Premium,MVM join:2001-02-14 San Jose, CA ·Pacific Bell - SBC	said by Rob Stacy : Anyone have an idea as to where the problem might lie. erikthebean offered an interesting explanation, though I can't attest to his veracity. Assuming Insight did not use a fiber network between the headend and the edge, when Comcast took over, they had to install fiber. A capacity issue to the edge may take longer than three months to overcome. -- Norman ~Oh Lord, why have you come ~To Konnyu, with the Lion and the Drum
	to forum · permalink · · 2008-06-02 01:42:04 · (locked)
mxkied2 join:2003-03-19 Belvidere, IL 1 edit	reply to Rob Stacy I am in Belvidere also and did notice some ping spikes the first few weeks after the new IP when playing COD4. I do not play WOW and never saw ping spikes over 450 but they did happen. The last few weeks at least for me the service has been back to normal but I could be on a different node than you Rob. Hope it gets better soon!
	to forum · permalink · · 2008-06-02 12:26:09 · (locked)
sortofageek Premium,Mod join:2001-08-19 Valhalla Dr clubs: ·Comcast Host: Team Helix Distributed Comput.. Linksys Comcast HSI Comcast Cable TV	reply to Rob Stacy said by Rob Stacy : I am not running any more tests or tweaks on my computer('s). In that case, this belongs in the general discussion of Insight to Comcast migration, which is here ---> »Switched from Insight? Post here I will lock this and provide a link to it in the first post in that thread, but please continue any further discussion in that stickied topic. -- Join Team Helix * I am praying for these friends .
	to forum · permalink · · 2008-06-02 13:18:07 · (locked)


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